Amazon Online Arbitrage Specialist

Used Microsoft Dynamics 365 as a CRM platform to log, track, and manage customer cases, service requests, and support interactions, ensuring accurate documentation and seamless case visibility across technical support and warranty management workflows.

Handled inbound calls for U.S. Consumer and B2B customers, delivering professional, solutions-focused support. Assessed customer technical needs to recommend appropriate replacement parts, hardware upgrades, and tailored configurations, while identifying upsell and cross-sell opportunities to maximize customer value. Leveraged deep product knowledge of hardware lineup to guide accurate, needs-based purchasing decisions.

Monitored and managed end-to-end Lenovo warranty repair cases, validating service orders, repair statuses, and warranty eligibility for SLA compliance. Coordinated with service centers, field technicians, and logistics teams to resolve delays and maintain workflow continuity, escalating overdue or critical cases as needed. Analyzed repair turnaround time (TAT) data to identify process gaps, maintained accurate case documentation, and produced regular SLA/TAT performance reports to support operational decisions and cross-team support.

I completed specialized training in Amazon Product Research. During my training, I learned how to identify potential winning products by analyzing key factors such as demand, competition, sales performance, pricing trends, and profitability.

I am familiar with tools such as Keepa and SellerAmp, which I have used to evaluate product opportunities, review historical sales data, analyze market trends, and assess whether products meet specific sourcing criteria.

I completed specialized training in Amazon Product Research. During my training, I learned how to identify potential winning products by analyzing key factors such as demand, competition, sales performance, pricing trends, and profitability.

I am familiar with tools such as Keepa and SellerAmp, which I have used to evaluate product opportunities, review historical sales data, analyze market trends, and assess whether products meet specific sourcing criteria.

Delivered end-to-end technical support to Lenovo customers via inbound calls, remote desktop, and internet-based channels. Diagnosed and resolved hardware, software, connectivity, and performance issues through systematic troubleshooting and research using internal/external resources. Logged and tracked all cases in CRM/ticketing systems, escalated complex issues per client protocols, and conducted follow-up callbacks to confirm resolution. Maintained up-to-date product knowledge to ensure accurate, trust-building support.

Used Oracle as a database and enterprise system to access, retrieve, and update customer records, service orders, and case data, ensuring accurate documentation and supporting efficient case tracking and reporting across support and warranty management functions.

Used Citrix as a remote access and virtualization platform to securely connect to internal company systems, applications, and customer environments, enabling efficient case handling, troubleshooting, and support delivery across technical support and warranty management roles.

Used SAP as an enterprise resource planning (ERP) tool to manage and track service orders, warranty records, case documentation, and operational data, supporting accurate case processing and reporting across technical support and warranty management workflows.